Call prioritization methods in a call center

ABSTRACT

According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.

RELATED APPLICATION

This Application is a continuation of U.S. patent application Ser. No.13/523,399, filed Jun. 14, 2012, entitled “CALL PRIORITIZATION METHODSIN A CALL CENTER”, which is a continuation of U.S. patent applicationSer. No. 11/577,472, now U.S. Pat. No. 8,229,100, issued Jul. 24, 2012,entitled “CALL PRIORITIZATION METHODS IN A CALL CENTER”, having aNational Phase Entry date of Jul. 2, 2007, for PCT Application SerialNo.: PCT/EP2005/055379, filed Oct. 19, 2005, the entire contents of allof which are incorporated herein by reference.

The present invention relates to a call center or similar system andparticularly to improvements relating to call prioritization methods.

A call center receives many calls relating to many products, services orother enquiries. Prioritization and management of the incoming calls isalways a major consideration in any such system. It is also importantthat calls are routed to call agents who are best suited to answerparticular queries.

There are many known methods of prioritizing calls which will be wellknown to the person skilled in the art. These include:

-   -   prioritizing calls in order of arrival;    -   prioritizing calls dependent on number called for call center;    -   prioritizing calls dependent on customer inputs to an        interactive voice response (IVR) system etc.

With all these types of means of prioritizing the call it is oftendifficult to identify the best priority for calls as the informationavailable at the call center is to some degree quite limited. There isinsufficient “granularity” in the data being analyzed to make anaccurate determination of which call is most important and/or mostlikely to result in a sale.

For example, if a call center is involved in selling products it wouldbe useful to know whether the customer is really interested in apurchase or has merely called with an enquiry.

In addition, if an incoming call is routed to an agent that knowsnothing about the product or enquiry being made, then there can bedelays for both the customer and the call center, whilst appropriatelyskilled agents are located and connected to the customer.

One object of the present invention is intended to improve the amountand value of information which is received at a call center whichenables improved prioritization and appropriate routing of the call.

Another object of the present invention is to overcome at least some ofthe problem of call prioritization and routing at a call center.

According to one aspect of the invention, there is provided a method ofallocating calls coming into a call center from a caller location remotefrom the call center, receiving a call from a caller which includesinformation from an RFID (Radio Frequency Identification) chip locatedin close proximity to the caller location; decoding the information fromthe RFID chip to determine one or more parameters relating to theinformation; using said one or more parameters to allocate the call fromthe caller at the call center to ensure calls are handled in accordancewith the parameters.

This has the advantage of much more efficient management of the of thecalls within the call center and ensures that the calls are sent to theagent with the most appropriate skill set.

Preferably the step of decoding the information comprises:—determining aplurality of message sections for each message, wherein each section isrepresentative of the one or more parameters which are used to allocatethe call; selecting an allocation parameter on which the call is to beallocated; reading that message section which corresponds with thatallocation parameter; and allocating and queuing the call in accordancewith the allocation parameter.

Advantageously the step of determining a plurality of message sectionsincludes determining more than three message sections and selecting themessage sections to be representative of one or each of the parameterscomprising:—location information; caller information; telephoneinformation; product information; customer information; and priceinformation; call agent information.

The call may be received in one or more of the following forms:—voice;data; email; short message service (SMS); text; code.

The step of the caller receiving the RFID chip information may receivethe information from an RFID chip using any RFID chip reader associatedwith a device being used to make the call.

The step of connecting the call may include connecting to a call agentterminal dependent on the allocation parameters of the call whencompared with those of any other pending calls.

According to a second aspect of the present invention there is providedapparatus for allocating calls coming into a call center from a callerlocation remote from the call center, comprising:—a receiver forreceiving a call from a caller which includes information from an RFIDchip located in close proximity of the caller location; a decoder fordecoding information from the RFID chip to determining one or moreparameters relating to the information; routing and prioritizing meansfor routing and allocating the call in accordance with the prioritydetermined from the decoder.

According to an additional element of the invention there is providemeans for reprogramming an RFID chip to change the information therein,comprising:—a transmitter which can communicate with the RFID chip andwhich transmitter can transmit a signal to the RFID chip in order toreprogram some or all of the information therein.

According to another aspect of the present invention there is provided acomputer program embodied on a computer readable medium and capable orbeing executed by a processor, the computer program comprising computerreadable program code for: allocating calls coming into a call centerfrom a caller location remote from the call center, by receiving a callfrom a caller which includes information from an RFID chip located inclose proximity to the caller location; decoding the information fromthe RFID chip to determine one or more parameters relating to theinformation; using said one or more parameters to allocate the handlingof the call from the caller at the call center.

According to another aspect of the present invention there is providedan RFID chip programmed with information that can be read by an RFIDchip reader associated with a communications device wherein when thecommunication device communicates with a call center the informationfrom the RFID chip is transmitted thereto to enable the call center toallocate the call in accordance with indications of parameters includedin the information from the RFID chip.

According to another aspect of the present invention there is providedan RFID reader associated with a communications device which is able toread an RFID chip containing information at a location and inconjunction with the communications device transmitting said informationto a call center where the information is used to determine allocationparameters included within the information so as to allocate a call madefrom the communications device to the call center in accordancetherewith.

According to another aspect of the present invention there is provided amethod of reprogramming information on an RFID chip at a remote locationcomprising:—transmitting to an antenna in proximity to the remotelocation updated information to be programmed into the RFID chip usingthe antenna to wirelessly download the updated information to the RFIDchip; and rewriting the RFID chip with the updated information.

Reference will now be made by way of example to the accompanyingdrawings, in which:—

FIG. 1 is a block diagram showing how a caller interacts with a callcenter according to the present invention.

FIG. 2 is a representation of an example of an RFID number sequence.

FIG. 3 is a diagram showing a number of locations from which customersmay call the call center of FIG. 1.

FIG. 4 is a detailed diagram of the call center of FIG. 1 for describinghow data is processed.

FIG. 5 is a block diagram showing a second embodiment of the presentinvention.

Referring initially to FIG. 1, a customer 10 decides to call a callcenter 12 in order to buy a product 14. The product may be advertised onan advertisement 16. The customer calls the call center using a mobilephone 18. The call is connected to the call center via a network 20.

The advertisement includes a Radio Frequency Identification chip (RFIDchip) 22. The RFID chip 22 is programmed with a number sequence eachnumeral or set of numerals of which are indicative or a particularparameter. For example, referring to FIG. 2, there may be numeralsrepresenting the product on the advertisement 26; the location of theadvertisement 28 (a hoarding or on a counter selling the product, forexample); a priority indicator 30; a destination address 32 or any otherinformation which might be useful for a call center (not shown) toenable a call to be prioritized and routed to an appropriately skilledagent. The RFID chip may include some or all of the above mentionedinformation depending on what the product seller's specific requirementsare.

If the seller is not interested in knowing the location of the callerthe location numerals will be not programmed and it may be possible havea number of RFID chips with the same programmed sequence of numbers. Iflocation is important it is likely that each RFID chip will beprogrammed with a unique sequence of numbers, or that several chips areprogrammed with the same numbers if they are going to be in equivalentlocations.

The mobile telephone is equipped with an RFID chip reader 24 so that thecustomer may read the RFID chip information from the advertisement. Thereader 24 may automatically determine the destination address 32 fromthe RFID sequence of numbers so that a call can be made to the callcenter either automatically or in response to the customer. Once thecall has been made the sequence of numbers is transmitted via thenetwork to the call center. Details of how the number sequence is usedin prioritizing the call will be described in greater detail below.

The mobile phone is one example of a device to which the RFID reader maybe connected and used to complete a connection with a contact center. Itwill, however, be apparent that any other communications device, e.g. aPDA, a computer or any device which is capable of transmitting a messageto the call center. The message may be transmitted wirelessly, via theinternet, via a traditional phone network, by text etc.

The RFID reader may be an integral part of the transmitter or may be an“add on” thereto.

Referring now to FIG. 3, three types of location for an RFID chip areshown where a customer might contemplate phoning (or otherwisecontacting) a contact center to make a purchase or an enquiry. The firstRFID chip 34 is located in a magazine on a bus. The second RFID chip 36is located on advertising hoarding by a bus stop. The third RFID chip 38is located within a store where purchases may be made or collected.

Three users or customers are located at each of the locations where therespective RFID chips 34, 36 and 38 are located. The locations of 34, 36and 38 would normally be in the same location if location was determinedif a normal wireless or mobile communication were made to a call center.These three locations would all seem to be the same location in theprior art systems. However, since each RFID chip is located on adifferent medium namely a magazine, a hoarding and a counter, each willhave a different identity. The identity will be indicative of thelocation on which the RFID chip is found. This may be indicated throughthe priority indicator 30 of FIG. 2 or possibly the location indicator28 of FIG. 2. Also, there could be a serial number in the RFID so adetermination can be made as to whether the call is pre or post sales.

The customer at each of the three locations decides they would want toenquire about the product being advertised. The person on the bus wantsto know the price, the person at the hoarding wants to know the locationof the shop and the person at the shop wants to know the best financedeal that they can have. The users each make a call to the call center.Since it is unlikely that a customer reading a magazine or at anadvertising hoarding is likely to be purchasing a product, the priorityindicator or location indicator of the customer at the shop has a higherpriority or location indicator than that of the other customers.Accordingly, once the call center has received the call from the threecallers, the person at location 38 will be given a higher priority thanthe people at location 36 and 34. This will mean that the person atlocation 38 will be answered quicker than the other two people.Similarly, the person at the advertising hoarding close to the shopmight have a greater likelihood of making a purchase than the personreading a magazine. Accordingly, the person closest to location 36 wouldbe given the second priority of the three callers. The person readingthe magazine will be given the third priority.

In addition details of the product, priority, location, etc. are alsoused at the call center to ensure that each call is routed to the bestavailable call agent with respect to the product being called about.This will ensure that if there an expert on a particular issue orproduct where possible calls will be routed to this expert.

Obviously the circumstances in which the RFID chips are located willgovern the determination of which location or other parameter on theRFID chip is the highest priority for call server agents to handle andthe specific agent to which the call is allocated. As would beappreciated the parameters could include price of the product, speciallocations where priorities are given, specific customers who are knownto have a high spending capability and habit, or any other possiblecriteria that a manufacturer or seller would consider important in orderto relatively prioritize the calls coming into the call center, orselect a specific call agent.

Referring now to FIG. 4. A caller 40 makes a call on say a mobile phone.Connection is made via the network port 42 to a receiver or other likedevice 44 at the call center. Information relating to the call is thenpassed to a module 46 which processes the information received fromcaller 40. After processing the call is sent via an application server50 to a call agent or supervisor 48. The call is processed by firstentering the call details into the controller 52. The controller willdecode the RFID chip information in order to determine where the callhas been made from with respect to what goods it is being made and anyother necessary information.

The controller will be able to process SMS messages, text messages ofother formats, emails, telephone messages and any other type of mediaincluding IP and traditional generated signals. The controller willdetermine the priority of the caller relative to other calls in theworkflow script and will be able to identify the call agents which havethe best skills to deal with the product or issue in question. Inrelation to this prioritization of the call and the details of the bestagent's status the incoming call may be pushed higher up or lower downthe workflow script depending on the priority indicator, locationindicator, call agent availability or whatever it is that the callcenter is seeking to prioritize and rout calls under. This will cause anamendment to the workflow 54 which will put the incoming call in arelevant location in that workflow script and where there is a need tobe allocated to the best agent to deal with that product or issue.

Amendment of the workflow script will cause queuing 56 to be updatedsuch that the calls are routed to specific agents in a specific priorityin the normal way.

The RFID data will immediately indicate the type of agent required tohandle the call. If there is a product it will an agent familiar withand well versed in that product. If there are two posters: one for theSamaritans and one for Army Recruitment an appropriately skilled agentwould be selected by the controller.

Referring now to FIG. 5 in an additional embodiment of the invention itmay be possible to provide the RFID chips in the relevant locations tobe reprogrammable. This ability to reprogram the RFID chip would givethe opportunity for manufacturers, advertisers, call center managementetc. to change the parameters or some of the parameters on an RFID chipat different times.

For example, at night time there may be an indicator to route the callto a call center which is open rather than a call center which is closedand this feature may be used to advise the locations of longest idleagents or appropriate and free agents for a specific type of enquiry.

The reprogramming of the RFID chips 34, 36, and 38 is achieved byexciting the chip with radio waves from an antenna 60 located close tothe RFID chip. The frequency of reprogramming can be increased to ashigh a rate as is permitted by the radio infrastructure. The radio wavesare transmitted to the RFID chip via a standard mobile cell aerial orantenna. Alternatively a specifically located radio wave transmitter(not shown) close to one or more RFID chips may be excited and cause theRFID chip to be reprogrammed. The reprogrammable RFID chips may bereprogrammed dependent on time of day, dependent on where the longestidle agents are at say a number of call centers or the time at whichsuch a call may be handled in the call center or may be dependent onproduct availability and product movement. The RFID chips could also bereprogrammable after sale of a product.

It will be understood that the above description of a preferredembodiment is given by way of example only and that variousmodifications may be made by those skilled in the art without departingfrom the spirit and scope of the invention.

1. A system for interfacing a customer with an information service, thesystem comprising: at least one communication interface configured: toreceive a request for a communication session from a customer terminal;and to receive information read from at least one information storageelement by the customer terminal, the information storage element beingexternal to the customer terminal, the information identifying a subjectof interest to the customer, a location and a type of the location ofeach of the at least one information storage element; and acommunication session router configured to route the communicationsession within the information service based, at least in part, on thelocation and the type of the location of the at least one informationstorage element.
 2. The system of claim 1, wherein the communicationinterface is configured to receive information read from at least oneinformation storage element by receiving information read by detectingan electromagnetic signal over a wireless medium.
 3. The system of claim1, wherein the information identifies a commercial offering, and theinformation storage element is located in close proximity to anadvertisement of the commercial offering.
 4. The system of claim 1,wherein the customer terminal is a mobile telephone.
 5. The system ofclaim 1, wherein the customer terminal is configured to read theinformation by detecting an electromagnetic signal over a wirelessmedium.
 6. The system of claim 1, wherein the information servicecomprises a contact center configured to establish the communicationsession between the customer and an agent.
 7. The system of claim 6,wherein the information service comprises a call center configured toestablish a voice call between the customer and the agent.
 8. Anapparatus for facilitating a customer enquiry regarding a commercialoffering, the apparatus comprising: a presentation element configured topresent information regarding the commercial offering in human readableform; and a device readable information storage element in closeproximity to the presentation element, the device readable informationstorage element containing device readable information identifying thecommercial offering.
 9. The apparatus of claim 8, wherein thepresentation element is a visual presentation element configured topresent visual information regarding the commercial offering.
 10. Theapparatus of claim 8, wherein the device readable information storageelement is readable by detecting an electromagnetic signal over awireless medium.
 11. The apparatus of claim 10, wherein the devicereadable information element comprises at least one electronic tag. 12.The apparatus of claim 11, wherein the device readable informationelement comprises at least one RFID tag.
 13. The apparatus of claim 8,wherein the device readable storage element is readable by a portablecommunication terminal.
 14. The apparatus of claim 8, wherein the devicereadable storage element is readable by a mobile phone.
 15. Theapparatus of claim 8, wherein the device readable informationidentifying the commercial offering is in a format usable by a contactcenter to route a request for a communication session to an agentappropriate for the commercial offering.
 16. The apparatus of claim 8,wherein the device readable information storage element is remotelyprogrammable to modify the device readable information.
 17. Theapparatus of claim 16, wherein the device readable information storageelement is wirelessly remotely programmable.
 18. A portablecommunication device, comprising: a communication element configured toset up a communication session between a human user and a remote party;and an information reading element configured to read informationidentifying a commercial offering from a device readable informationstorage element associated with a presentation element, the presentationelement being configured to present information regarding the commercialoffering in human readable form.
 19. The device of claim 18, wherein theinformation reading element is configured to read the device readableinformation storage element by detecting an electromagnetic signal overa wireless medium.
 20. The device of claim 19, wherein the informationreading element is configured to read at least one electronic tag. 21.The device of claim 20, wherein the information reading element isconfigured to read at least one RFID tag.
 22. The device of claim 18,wherein the portable communication device is a mobile phone.
 23. Thedevice of claim 18, wherein the device readable information identifyingthe commercial offering is in a format usable by a contact center toroute a request for a communication session made using the portablecommunication device to an agent appropriate for the commercialoffering.
 24. An RFID chip programmed with information that can be readby an RFID chip reader associated with a communications device whereinwhen the communication device communicates with a call center theinformation from the RFID chip is transmitted thereto to enable the callcenter to allocate the call in accordance with indications of parametersincluded in the information from the RFID chip.
 25. An RFID readerassociated with a communications device which is able to read an RFIDchip containing information at a location and in conjunction with thecommunications device transmitting said information to a call centerwhere the information is used to determine allocation parametersincluded within the information so as to allocate a call made from thecommunications device to the call center in accordance therewith.
 26. Aterminal including an RFID reader which is able to read an RFID chipcontaining information at a location and in conjunction with theterminal transmitting said information to a call center where theinformation is used to determine allocation parameters included withinthe information so as to allocate a call made from the communicationsdevice to the call center in accordance therewith.
 27. A method ofreprogramming information on an RFID chip at a remote locationcomprising: transmitting to an antenna in proximity to the remotelocation updated information to be programmed into the RFID chip usingthe antenna to wirelessly download the updated information to the RFIDchip; and rewriting the RFID chip with the updated information.